Re-Framing the Service Desk

Posted on Friday 10 August 2018.

Avoiding Burnout: reducing stress and increasing job satisfaction

Posted on Wednesday 8 August 2018.

by Scarlett Bayes, Industry Analyst, SDI   I attended a BCS event recently titled Bots, Burnout, and Blame, presented by Matthew Bellringer, founder of Meaningbit. Matthew detailed what burnout is, what causes it, changes individuals can make in their work environment to avoid burnout, and how organisations can begin to break the culture which can

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10 steps to providing a better Employee Experience

Posted on Tuesday 7 August 2018.

by Sumit De, Head of Consultancy, TOPdesk   We’re in the age of Employee Experience. It’s been a gradual transition, but employees now expect much more from their employers than they did in the past – not least when it comes to services. How can Service Management meet the demands of the modern employee?   Employee Experience

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The Impact of GDPR on the Service Desk

Posted on Thursday 2 August 2018.

by Sunil Mohal, SAS Management Inc       When an organization operates a centralized point of engagement with its customers, we typically refer to that point as a Service Desk, a Call Centre or a Contact Centre. Quite often these terms are casually interchanged. From a Service Management perspective, the Service Desk “is the primary

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